May 14, 2022

Aman New York

Spa Concierge/Retail Specialist

United States

New York

Role Description

The Spa Concierge/Retail Specialist will meet and exceed guest expectations by providing efficient and courteous spa and wellness services in accordance with Aman’s Ambition, Purpose, Brand Pillar’s, Values and Spirit. The Spa Concierge/Retail Specialist is responsible for, but not limited to booking all spa treatments, explaining services to guests, escorting guests, any POS sales including retail and checking in and checking out all guests in a professional manner.


Keep work area clean and neat at all times
Must follow all Standards and Procedures as taught by designated trainers, Lead Therapist or Spa and Fitness Management Team
Ensure that a high standard of service is maintained throughout the Spa
Assist in the operations of all spa departments as required:
Front Desk
Spa Retail Area
Relaxation Area
Wet Area
Fitness Center
Spa Suites
Report dysfunctional equipment to Spa Operations Manager
To maintain inventory of supplies for the operations of the spa reception
Provide product information and assist guest with all purchases
Answer all guest questions regarding services and retail items
Maintain the retail areas clean and sut free, arrange products to be displayed as per standards set by supervisor
Assist guests with the puchase of gift cards, redeeming giift cards, gift wrapping
Assist in mainting retail stock control as requested by managment
Will be expected to assist various demonstrations and events
To maintain a high standard of appearance and personal hygiene as lay down by the Spa Director
Must attend all training courses as deemed necessary, and must adhere to training as set down by the Spa and Fitness Management Team
Must have the ability to courteously interact and answer all spa and hotel related questions with guests
To be adaptable and accountable for all actions
Will perform as a professional, with a friendly business attitude and conduct all duties and responsibilities as required by the position, or assigned by the Spa and Fitness Management Team
To ensure a warm friendly welcome to all guests at all times. Greets all guests upon their arrival, gives new guests tours of property and offers return guests "re-orientations"
Ensure respect and courtesy to guests and other members of staff at all time
Processes incoming and outgoing packages, i.e., FedEx, UPS, etc
Oversees incoming and outgoing guest and spa colleague business-related faxes
To aim to give the guests the best possible service, and make each guest feel important
The interest of each guest is of paramount importance
To show a professional attitude at all times, particularly with regard to punctuality, appearance and general manner
Responsible for all administrative procedures to ensure that the spa is run professionally and in accordance with Health and Safety policy
Ensure that the reception area is tidy, clean and stocked at all times
Ensure the completion of confirmation phone calls for the next business day
Print confirmation letters and pull files for the next business day
To communicate all messages promptly and to keep the Manager-On-Duty informed as to any complaints
To organize appointment scheduling to maximize use of time and profitability whilst ensuring that the clients needs are of first importance
To assist in the smooth flow of the guests journey throughout the day
To receive training to ensure that all-relevant legislation pertaining to the Health and Safety at work Law and Health and Hygiene standards are implemented and monitored within the spa
Must be a team player and assist all spa and hotel colleagues where necessary
To perform all opening and closing duties
To have a thorough understanding of Spa Soft, all treatments offered in the spa, fitness and all retail products

Role Requirements


2 Year Experience in a luxury hotel or retail environment or similar
Ability to stand for long periods of time
Positive, engaging, and energetic personality
Able to be organized, manage time wisely and work with little to no direct supervision
Very high attention to detail
Sensitive to cultural nuances
Excellent communication skills, both written and verbal on English
Able to handle a multitude of tasks in an intense, fast paced environment
Excellent people skills and the ability to work under pressure and with various stakeholders
Ability to maintain a clean and professional appearance as per company policies
Ability to stand for extended periods of time
Multi-lingual is a plus

About Us

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, homes, experiences and products which transform our guests’ and owners’ perspectives and daily lives. To achieve our ambitions, we capitalise on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests, homeowners and employees which creates a lifelong sense of belonging driven by our values of:

Invest in individuality – fostering an environment where each person can push boundaries, take risks and challenge norms.
Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into new exciting ventures.
Act like owners – taking charge, leading by example and an immense sense of pride in our work.
Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful, and collaborative manner.